WARRANTY & RETURNS

We take pride in great service. We handle every query on an individual basis to ensure we give you the best response. We do hope that you are 100% delighted with your order; however, if you are not satisfied here is our policy;

Returns and Warranty Policies

One (1) Year Product Warranty Policy (unless the product is registered on www.ViofoUK.co.uk to extend to an 18 month warranty)

We hope that you will be 100% satisfied with your product but occasionally you may need to return an item. Your VIOFO product is warranted against all defects in material and workmanship from the date of purchase unless specifically noted below and does not cover faults arising from poor/improper use. Should your product prove defective within the warranty please follow the defective product procedure below.

30 Days Return Policy

ViofoUK.co.uk offers a money-back guarantee (minus any shipping and handling) for any reason within 30 days from the day your product(s) are received. Under the Consumer Contracts Regulations 2013, you have a right to cancel within 14 days following receipt of your goods.

To qualify for a refund:

  • All products must be in brand new and unused condition.
  • All product boxes must be in new / resellable condition with all packing materials.
  • All product accessories must be included and in new unused condition to be eligible for return.
  • The shipper assumes responsibility for the parcel until we receive it, so advise customers return items using a trackable shipping method with insurance coverage for the value of the returned merchandise.

Disqualifying refund factors:

  • Missing Cables.
  • Missing Mounts.
  • Custom-built products are not returnable.
  • Writing on or damaging the product boxes. Only the shipping box should be labelled.
  • Using the product boxes as shipping boxes (ViofoUK.co.uk) always ships products inside of shipping boxes or padded envelopes and not the product boxes themselves.

Missing Delivery Policy

If you believe an item should have been delivered but you have not received it, we encourage customers to check with the carrier in the first instance. The vast majority of deliveries are subsequently located / completed at the first hurdle. Use the tracking information provided and track the item using the carrier’s website. If the item is shown as delivered but you have not received the item, contact us so we can investigate. At the same time we advise the customer also opens a complaint with the carrier. In the vast majority of cases where a customer does this, items are located or delivered before our intervention.

Where an investigation is opened by us for missing parcels, the customer must assist with reasonable steps to locate the item or lodge a claim with the carrier. If a customer chooses not to assist with reaosnable steps and the carrier concludes from their investigation that a parcel is delivered, we will have no alternative but to close the investigation without a refund for the customer. We will report all denials of a refund to the payment provider to prevent possible cases of fraud.

Missing Delivery Investigation Process:

  1. The customer will be advised to open a complaint with the carrier.
  2. The customer should then email info@ViofoUK.co.uk with their order number and inform us of a missing parcel.
  3. Customers will be required to verify their identity in order to progress an investigation.
  4. Once verification is complete, customers will be asked to provide photographs of the front of the delivery address to allow us to raise a complaint and assist in any possible claim for reimbursement.
  5. We will investigate fully with the carrier and any appropriate third-parties to confirm the legitimacy of the claim and to prevent fraudulent claims.
  6. We will aim to complete our investigation within 14 days but obviously strive to resolve these issues much sooner.
  7. When the investigation is complete, we will email the customer to inform them of the outcome of the investigation and the proposed course of action.

     

    Missing Or Damaged Items Policy

    We go to great lengths to ensure that your order arrives intact and undamaged. All orders that are shipped by us are packaged carefully, weighed and inspected prior to departure. It is therefore highly unlikely you will experience missing items.

    Missing Items Investigation Process:

    1. The customer should email info@ViofoUK.co.uk with their order number and inform us of the issue.
    2. Customers will be required to verify their identity in order to progress an investigation.
    3. Once verification is complete, customers will be asked to provide photographs of the package to allow us to begin our investigation.
    4. We may request a customer returns the parcel in its entirety.
    5. We will investigate fully with the carrier and any appropriate third-parties to confirm the legitimacy of the claim and to prevent fraudulent claims.
    6. We will aim to complete our investigation within 14 days but obviously strive to resolve these issues much sooner.
    7. When the investigation is complete, we will email the customer to inform them of the outcome of the investigation and the proposed course of action.

    Where an investigation is opened by us for missing parcels, the customer must assist with reasonable steps to investigate and pursue any reasonable claim. 

    If a customer choses not to assist with reaosnable steps to investigate, or refuses to return the parcel in question, we will have no alternative but to close the investigation without a refund for the customer. We will report all denials of a refund to the payment provider to prevent possible cases of fraud.

     

    Defective Items Procedure

    After thirty (30) days, ViofoUK.co.uk does not offer refunds. Products will be unless otherwise stated replaced or repaired if found to have any defects.

    Defective products should be reported directly to

    https://support.viofo.com/support/tickets/new

    One of the Viofo Tech Support Team will be in contact to try and resolve the issue you are experiencing. If following this, they suspect a fault they will advise that you refer the matter to your retailer (ViofoUK.co.uk) on info@viofouk.co.uk to raise an RMA

    The below RMA Return Policy must be followed in order to request repair or replacement of a defective product.

    Requesting an RMA

    Please contact info@viofouk.co.uk or call us 0330 2233108 to request an RMA number.

    Once received, ViofoUK.co.uk will inspect any returned products in order to validate whether a product is eligible for a credit or replacement. A decision will be made within 10 business days of our shipping department receiving any returned product. In cases where a product has been returned and has missing or damaged parts (for example: missing product manuals, cut wires) the RMA will be declined and returned to the customer.

    Credits and refunds will be issued within 10 days after a decision has been made to validate whether a product is eligible for a refund, minus original shipping costs.

    RMA numbers are valid for 10 business days after they are issued by viofouk.co.uk. Products must be received at our warehouse within 10 business days. Software is not returnable. This includes software add-ons and software licenses. Any returned products (including the product boxes) must be in like new condition to warrant any money-back guarantee.

    NOTE: Product warranties do not cover any damage due to storms, electrical surges or Acts of God.

    If you have any questions about the above policy please info@viofouk.co.uk

    Order Cancellation Policy

    Please submit any order cancellation request via email to info@viofouk.co.uk or call us 0330 2233108.
    Email cancellations must contain the following: First name, last name, order number, telephone number and email address.

    Every effort will be made to accommodate the cancellation of your order, provided that your order has not already been shipped. If we are unable to stop the shipment of your order, please follow the above RMA return policy to return any product(s).

    Shipping Costs for Returns

    The customer assumes the costs for shipping all returns back to

    info@viofouk.co.uk If returned item(s) are not found to have any manufacturing faults after testing, it will be the responsibility of the customer to cover the delivery costs.

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